Program Coordinator (IS-1001-07)

Smithsonian Institution•Washington, DC

2d•Onsite

About The Position

This position is located in the Experience Development Team, Office of Education and Experience, Division of Public History, National Museum of American History (NMAH), Smithsonian Institution (SI). The National Museum of American History empowers people to create a just and compassionate future by exploring, preserving, and sharing the complexity of the nation’s past. This position assists in the day-to-day management of the Museum Experience and Docent programs, including providing customer service; coordinating support services; coordinating daily experience staff, docents, facilitators, and volunteers; and disseminating information concerning facilities use. The incumbent serves under the general supervision of the Head of Experience Development. An important aspect of the position is to ensure a high standard of visitor-centric, historically accurate content. This position requires a regular work schedule that include Saturdays or Sundays (e.g., Tuesday–Saturday or Sunday–Thursday) in accordance with Smithsonian Institution policy.

Requirements

Knowledge of museum management, operations, policies, procedures, goals, and objectives in order to provide assistance to Museum Experience staff and present orientation and exhibition information.
Skill in management and administrative concepts, theories, principles, methods, and techniques to organize, administer, and manage operational and staffing requirements for Visitor Experience activities.
Knowledge of the principles of customer service.
Ability to remain calm in all types of situations and to effectively and constructively resolve conflicts between visitors and staff.
Skill in oral, written, and digital communication sufficient to address varied audiences and to serve as an interface between multiple museum constituents and stakeholders (e.g., volunteers and curators; volunteers and the public).
Ability to provide hands-on supervision to direct and motivate volunteers engaged in visitor experience operations.

Responsibilities

Assists the Docent Program Manager in the implementation of all elements of Museum Experience operations, such as coordinating daily maintenance and upkeep; updating and ordering printed information materials; scheduling and monitoring daily experience activities; and assisting in management of gallery floor programs and tours.
Implements a staffing plan that covers museum experience operations on a daily, weekly, seasonal, and yearly basis, providing operations seven days a week, 364 days a year.
Supports and implements accessibility services and programs for visitors.
Supports Experience Development by scheduling and documenting training sessions for docents and volunteers.
Fosters solid and collegial working relationships with museum staff and volunteers to provide the best customer service to museum visitors.
With instruction from the Docent Program Manager, implements plans to increase visitor satisfaction.
Works directly on the museum floor with the public at interpretive carts and interactive activities.
Answers questions from the public about their museum visit and helps visitors navigate the museum and plan their visit schedule.